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TSV 1860 Munich Case Study

Unreliable system needs replacement

The constantly changing tasks demanded by the soccer club and its members necessitated a phone system that was highly flexible and that could be easily managed in-house.

Changing goalposts demand flexibility

With an extensive base of fans and corporate sponsors, as well as ticket and merchandise sales to manage, the club needed a reliable telephone system with complete operational availability.

On the ball with a new ShoreTel UC system

TSV 1860 Munich was able to deploy the ShoreTel unified communications system (UC) quickly and easily. The system included ShoreTel Voice Switches and ShoreTel Phones.

The project involved replacing 80 extensions, and adding new features to each workstation, such as unified messaging (fax, voice, and PC integration), and automated call distribution (ACD) in the call center for functions such as ticket ordering.

The ACD functionality was particularly essential for marketing activities, as it allows the club to generate call numbers at short notice for the implementation and evaluation of campaigns.
This way, the club can reach more fans with more programs, and effectively generate more revenue.

The ShoreTel UC system also seamlessly integrated with Microsoft Outlook, allowing staff to retrieve numbers from their personal contacts with no need for additional data input. Staff can search for contacts via their initials, cutting the time it used to take to find and dial a number by up to 90 percent.

Microsoft integration supports team players

“The biggest advantage for us is that we are now in a position to manage the entire telephone system ourselves via our own network, and to adapt it to our constantly changing requirements,” says Bernd Ingerling, IT manager at TSV 1860 Munich.

Through the ACD functionality and Microsoft Outlook integration, the club also gained a strong and measurable platform to launch new marketing campaigns from.

“The equipment provided our marketing people at IMG with a platform that supports every imaginable kind of marketing campaign,” explains Ingerling. ”The convenient dialing facilities have been an enormous improvement for all personnel. It is very easy and quick to adapt to the club’s changing demands, and this saves us time and money.”

Thomas Fischer, managing director - DACH, ShoreTel, adds: “Traditional telecommunications systems reveal substantial weaknesses, both in daily operations and when it comes to adapting to changing requirements. Traditional systems are very elaborate and therefore expensive to run. However, the ShoreTel UC system is simple to use and easy to manage because it is built from the ground up on a distributed architecture designed for IP networks. The result is improved business agility and reduced costs.”

“THE BIGGEST ADVANTAGE FOR US IS THAT WE ARE NOW IN A POSITION TO MANAGE THE ENTIRE TELEPHONE SYSTEM OURSELVES VIA OUR OWN NETWORK, AND TO ADAPT IT TO OUR CONSTANTLY CHANGING REQUIREMENTS.”

Bernd Ingerling, IT Manager
TSV 1860 Munich

CHALLENGE:

TSV 1860 Munich had an aging telecommunications system. The club needed a system that would support its CRM and marketing efforts, increase efficiency in its call center, and be flexible enough to grow and change with the fan base.